We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach. We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time. Through our market-leading AI-powered chatbots and automation, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automation and AI that simply works. Companies such as Scopely, Supercell, Brex, EA, Square along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 900 million active monthly consumers are enabled on 2B+ devices worldwide with Helpshift. Some numbers that illustrate our scale: 85k/rps 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak About the team - Consumers care first and foremost about having their time valued by brands. Brands need insights into their customer service operation to serve their consumers effectively. Such insights and analytics are delivered through various data products like in-app analytics dashboards and data-sharing integrations. The data platform team is responsible for designing, building, and maintaining the data infrastructure that enables such data and analytics products at scale. We build and manage data pipelines, databases, and other data structures to ensure that the data is reliable, accurate, and easily accessible. We also enable internal stakeholders with business intelligence and machine learning teams with data ops. This team manages the platform that handles 2 Million events per minute and processes 1+ terabytes of data daily. About Role - Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 900M Monthly active users Building customer-facing analytics products that deliver actionable insights and data, easily detect anomalies Collaborating with data stakeholders to see what their data needs are and being a part of the analysis process Write design specifications, test, deployment, and scaling plans for the data pipelines Mentor people in the team & organization Requirements: 3+ years of experience in building and running data pipelines that scale for TBs of data Proficiency in high-level object-oriented programming language (Python or Java) is must Experience in Cloud data platforms like Snowflake and AWS, EMR/Athena is a must Experience in building modern data lakehouse architectures using Snowflake and columnar formats like Apache Iceberg/Hudi, Parquet, etc Proficiency in Data modeling, SQL query profiling, and data warehousing skills is a must Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc Knowledge of workflow orchestrators like Airflow, Dasgter, etc is a plus Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, etc) Excellent verbal and written communication skills Bachelor’s Degree in Computer Science (or equivalent) Benefits: Hybrid setup Worker's insurance Paid Time Offs Other employee benefits to be discussed by our Talent Acquisition team in India. Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice. Show more Show less
About Us: Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service product, companies can resolve issues efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on 2 billion+ devices worldwide and serves more than 820 million active consumers. Some numbers that illustrate our scale: 85k/RPS 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak We are looking for an ambitious, experienced, driven and solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our product and platform development team, collaborating with multiple teams to deliver high-quality and highly scalable products. Role: 8+ years of medium to large-scale software development experience. Strong knowledge of designing and architecting complex systems. Experience with benchmarking systems for performance, and failure detection. Track record of mentoring and onboarding engineers. Experience with project management and related tools and frameworks. Knowledge of Posix compliant operating systems (we develop on Mac OS X and deploy on GNU/Linux). Excellent problem-solving skills and a proactive approach to issue resolution. Excellent verbal and written communication skills. Bachelor’s degree in Computer Science (or equivalent). Nice to Have: Exposure to project management and related tools. Experience of working with Product Managers and Designers. About the role: Design and develop large and complex product features that are delivered to 820M monthly active users and can scale to 100K+ RPS. Lead cross-team projects and collaborate with developers, QAs, and other departments. Take ownership of the product’s architecture, performance, and quality. Ensure that the right architecture, design, and technical decisions are taken by the developers in the team. Take initiatives to ensure that the best practices for software development are followed by the team. Optimize application for maximum speed and scalability. Contribute to hiring and onboarding processes. Keep calm and learn every day. Benefits: Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice . Show more Show less
About the role Domain Understanding: 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer: 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: i)API & Integration ii)Gaming Consoles
About the role Domain Understanding: 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer: 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: i)API & Integration ii)Gaming Consoles
Role: Achieve strong product market fit with a simple-to-use, but high-quality solution for our end-user personas. Incorporated disciplined customer discovery techniques and user-centered approach to product design, aligned to our focused GTM strategy. Delivered a 3-4X increase in End-user adoption/usage. Effectively define product requirements by leveraging deep domain knowledge of End-user users, frequent customer validation throughout the PM life cycle (discovery, design, pre-sales, post-sales, adoption, usage, expansion, and renewal), Customer Advisory feedback, Product Council feedback and product usage data to solve end-user’s most pressing pains. Effectively communicate OKR-based requirements to Engineering, collaborate well with Design, Development, and Quality through the entire product management life cycle, and provide ongoing visibility with proper expectation setting with internal stakeholders and customers. Measure by on-time delivery, low customer found defects/bugs, and increase adoption/usage by end users. Drive the defined vision and strategy for the End-user Experience and maintain differentiation with superior design and/or functionality that helps End-user effectively access in-app Help & Support services. Drive the product roadmap for End-user Experience aligned to our market expansion strategy while maintaining customer happiness, measured by improved win rates against Zendesk (25% increase in wins) in new/existing market segments while maintaining low churn (less than 10% of customers switching to a different helpdesk/End-user experience tool). Partner with product marketing, sales, and customer success to execute on growth and adoption of the End-user Experience and deliver on low cost of implementation and support. Measure by decrease in trouble tickets and zero/minimal CS implementation hours. Effectively managed customer issues and expectations through direct engagement with customers, sales, and CS to drive share roadmap, resolve product issues, and to deliver on product commitments on time and according to customers’ expectations. Requirement: Domain Understanding : 3-5 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence : Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer : 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritise, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Strategic: Ability to see and plan for mid- and long-term, connecting priorities to the company/product vision and roadmap, and translating that to actions and priorities for product teams. Integrity : behaves consistently based on high moral standards, does the right thing, leads with intellectual honesty. Chasing excellence : goes to extraordinary lengths to deliver great outcomes, open to feedback and new ideas, personal improvement, always raising the bar. Can lift up the team as a result. Strong collaborator: high EQ and sense of empathy. Knows how to disagree-and-commit, can break down organisational barriers.
We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach. We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time. Through our market-leading AI-powered chatbots and automation, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automation and AI that simply works. Companies such as Scopely, Supercell, Brex, EA, Square along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 900 million active monthly consumers are enabled on 2B+ devices worldwide with Helpshift. Some numbers that illustrate our scale: 85k/rps 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak About the team - Consumers care first and foremost about having their time valued by brands. Brands need insights into their customer service operation to serve their consumers effectively. Such insights and analytics are delivered through various data products like in-app analytics dashboards and data-sharing integrations. The data platform team is responsible for designing, building, and maintaining the data infrastructure that enables such data and analytics products at scale. We build and manage data pipelines, databases, and other data structures to ensure that the data is reliable, accurate, and easily accessible. We also enable internal stakeholders with business intelligence and machine learning teams with data ops. This team manages the platform that handles 2 Million events per minute and processes 1+ terabytes of data daily. About Role - Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 900M Monthly active users Building customer-facing analytics products that deliver actionable insights and data, easily detect anomalies Collaborating with data stakeholders to see what their data needs are and being a part of the analysis process Write design specifications, test, deployment, and scaling plans for the data pipelines Mentor people in the team & organization Requirements: 3+ years of experience in building and running data pipelines that scale for TBs of data Proficiency in high-level object-oriented programming language (Python or Java) is must Experience in Cloud data platforms like Snowflake and AWS, EMR/Athena is a must Experience in building modern data lakehouse architectures using Snowflake and columnar formats like Apache Iceberg/Hudi, Parquet, etc Proficiency in Data modeling, SQL query profiling, and data warehousing skills is a must Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc Knowledge of workflow orchestrators like Airflow, Dasgter, etc is a plus Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, etc) Excellent verbal and written communication skills Bachelor’s Degree in Computer Science (or equivalent) Benefits: Hybrid setup Worker's insurance Paid Time Offs Other employee benefits to be discussed by our Talent Acquisition team in India. Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Coupons.com and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. Role: Design Test Plans, Test Specifications and Test Cases for Product features. Take ownership of feature testing and drive to completion. Identify challenges, risks and provide test estimates for feature testing. Execute regression test suites. Perform exploratory testing. Driving and maintaining the automation test suites. Maximise test coverage for the most critical features of the system using automation. Hands on experience in version control systems like Git or SVN is a must. Required skills: 3-5 years of experience in software testing and engineering. MUST have experience working in Product company. Strong knowledge about Testing strategies and test case designing. Proficiency in one of the programming/scripting languages is a must : C++/Java/JSHands on experience in API testing and automation using Postman, Restassured or any other equivalent tool. Should have working knowledge about web/mobile automation tools like selenium, appium, ui-automator or equivalent tool. Knowledge of Performance and Security testing will be an added advantage.